Services are now dominating the global economy. (Berry, Shankar, Parish, Cadwallader, Dotzel 2006) Resolving complaints and learning from them must be a skill for hospitality employees. A complaint is usually defined as a dissatisfaction with a situation in which an immediate response or resolution of the impending problem is expected. In this thoughtful account I will take a closer look at why handling complaints and learning from problems are crucial for organizations and how even a small complaint can affect large organizations in a way where recovery is very slow. (Simmons, Brennan 2013) Furthermore, a reflective account will examine how my understanding and knowledge of complaints and learning from them has changed during the start of the module and the placement. While doing my online module, from researching the reading materials I learned all new things about handling customer complaints and learning from them. The learning process was independent reading of the materials provided, in which case I think I learned more, each week by researching and analyzing readings on upcoming topics. I benefited greatly from my group work, for task 1 during topic 3, when we spent time researching the topic more thoroughly, both independently and together discussing the researched materials. Complaints are difficult to handle; every customer is different in so many ways, from nationality to religion. For some something can be accepted, while for others it is not possible to tolerate it. At this point, I can now indicate the main qualities that I have researched during the semester to my knowledge, qualities that a person should have to successfully work and treat every customer in the hospitality industry, as stated by Mayo and Thomas-Haysbert (2005) ...... middle of the paper ...... organizations will make a few more complaints than necessary, the guest/customer will say to their friends 'hey, look at me, I just complained and I got...' and friends will say their friends, etc., and then everyone will go to these organizations and try to do the same so that they come out on top. In my opinion, all organizations should set their own budget for complaints, depending on the size of the complaint and the validity (perhaps of the customer's lies). Then, there would be a strategy and options on how to handle the complaint. Also I absolutely agree that the complaint should be resolved immediately.(03/23/2014) In the end I am sure that in a university/academic environment with lectures I would study much better and learn much more about the topics. Overall, found this module interesting how it not only taught us about customer experience topics but also about time management.